‘Measure, measure, measure….’
Metrics are the foundation of good governance for outsourced services. Much as the mantra ‘Location, location, location’ applies when looking for property, ‘Measure, measure, measure’ can be just as useful a phrase in helping to ensure a new outsourced service is implemented successfully.
Sometimes though, it can be hard to quantify the success of a particular part of a service, especially if it is a softer part of the service. However, the harder it is to find an objective measurement, the more important it often is to the success of the service.
The ‘softer’ parts of a service need objective data the most